Strapi Support Policy

Strapi offers multiple support levels based on your subscription plan. This guide explains what's included with each level of support.

Important: Strapi Cloud subscriptions cover hosting services only. CMS features (like Content History, Audit Logs, etc.) require separate CMS Growth or Enterprise licenses. Your support coverage level depends on both your Cloud plan and any additional CMS licenses you have purchased.

Support coverage levels

Strapi provides four levels of support:

• Community Support

• Basic Support

• Standard Support

• Premium Support

All projects created using Strapi commands, starters, or templates are covered by Community Support by default.

Here is a breakdown of possible coverage levels, these are defaults and depending on your plan or contract this may be subject to differences, if you would like confirmation please open a ticket via the Customer Portal.

Note: If you have both a Strapi Cloud subscription and a separate CMS license, your support level is determined by the higher of the two. For example, a Cloud Essential plan with an Enterprise CMS license would have Standard Support coverage.

Community Support

Available through:

• Discord: https://discord.strapi.io

• GitHub Discussions: https://github.com/strapi/strapi/discussions

Coverage includes:

• No coverage provided, community volunteers may be able to assist you

Basic Support

Available through:

• Email: support@strapi.io (self-hosted customers)

• Customer Portal: https://portal.usepylon.com/strapi

• Help widget in Strapi Cloud dashboard (Cloud customers)

Coverage includes:

• License-related issues (installation and activation)

• Billing-related issues (refunds, usage, invoices)

• Cloud platform issues (security, outages) for Cloud customers only

Standard Support

Available through:

• Email: support@strapi.io

• Customer Portal: https://portal.usepylon.com/strapi

• Help widget in Strapi Cloud dashboard (Cloud customers)

Coverage includes:

• All Basic Support coverage

• Limited modification guidance

• Limited implementation and configuration guidance

• Limited assistance with Strapi version upgrades

• Help identifying and troubleshooting bugs in Strapi's codebase

• GitHub bug reports created on your behalf

• Limited best practice advice for deployments

Premium Support

Available through:

• Email: support@strapi.io

• Customer Portal: https://portal.usepylon.com/strapi

• Shared Slack channel (dedicated channel integrated with Strapi's helpdesk, giving direct access to support engineers)

• Help widget in Strapi Cloud dashboard (Cloud customers)

• Video calls: Subject to information gathering period before call and availability of Strapi Support Engineers

Coverage includes:

• All Standard Support coverage

• Concierge Advisory, a 90-day advisory program with a dedicated Implementation Manager for new and existing customers

  • Avaliable exclusively with Premium Support & Concierge Advisory Plan

• Comprehensive modification guidance

• Implementation and configuration guidance

• Assistance with version upgrade issues

• Thorough troubleshooting of Strapi codebase problems

• Best practice advice for deployments and content modeling

• Architecture guidance

Premium Support includes Service Level Agreements (SLAs) with response time guarantees based on ticket priority:

• Level 0 (P0 Critical): Response within 1 business day

• Level 1 (P1 High): Response within 2 business days

• Level 2 (P2 Medium): Response within 3 business days

• Level 3 (P3 Low): Response within 5 business days

Support availability

Our support team is available Monday through Friday during these hours:

Americas (AMER)

• 9:00 am to 6:00 pm EST/EDT

• 6:00 am to 3:00 pm PST/PDT

• Subject to Public Holidays

Europe, Middle East, Africa (EMEA)

• 9:00 am to 6:00 pm CEST/CET

• 8:00 am to 5:00 pm BST/GMT

• Subject to Public Holidays

Asia-Pacific (APAC)

• Currently subject to EMEA hours

• No dedicated APAC support hours at this time

What's not supported

Strapi does not provide support for the following on all coverage plans:

General exclusions:

• Non-English language support

• Organizations without valid support coverage

  • If payment is past due by more than 60 days, support services will be suspended until account is in good standing

• Implementation of feature requests

• Custom development

• Front-end issues

• Infrastructure troubleshooting

Application Specific exclusions:

• EOL (End-Of-Life) Strapi Versions

  • Except for upgrade/migration assistance with valid support coverage (Premium)

  • See our Security Policy for EOL information

• Non-Strapi maintained code

• Alpha, beta, or experimental features/versions

• Local modifications

• Strapi forks

• Third-party integrations, plugins or modifications

  • All Official packages must start with @strapi/* and must live within the Strapi GitHub Organization

• Data migration between environments/databases

Cloud Specific exclusions:

• Local Development Environments

• Self-hosted projects

• Data recovery

• Log analysis

• Data ingress and egress into or out of Cloud

• Custom environment variables during build step (use environment-specific config files instead)

Community resources

If your issue isn't covered by your support plan, you can use these community resources:

• Community Discord

• GitHub Community Discussions

• GitHub Repository

• Documentation

• Tutorials

• Video Library

For questions about your support coverage, contact support@strapi.io or your Customer Success Manager.